Hello everyone.  I am preparing to meet with a client to discuss a new implementation of UCCE.  One of the features they would like to add to their contact center is screen pop (SAP) for their agents.  I've never had to plan for this type of integrat...

I'm working with a client to try and help them determine how many agents they need in order to meet their Service Level.  I've been working with an Erlang calculator to try and come up with a more accurate number, but I've come across a few questions...

Hello All.  I am working on an upgrade from PCCE 11.0(1) to 11.6(1).  I read the following blurb in a CVP licensing document: Beginning with Release 11.5(1), the IVR service that was part of the Call Server is now part of the VXML Server. The Voice B...

I'm working on a design for a new contact center and I'm trying to calculate the Finesse bandwidth required for a remote site.  This remote site is a satellite location for agents in addition to our two primary locations which also happen to be the h...